Establish and ensure effective functioning of the Beneficiary Complaints and Response Mechanism, enhance the trust and confidence of beneficiaries, identify areas of our work which need to be improved and ensure that ACTED learns from the feedback provided through this process.
Duties and Responsibilities
1. Beneficiary Complaints and Response Mechanism (CRM)
1.1. Establishment and Promotion of the CRM
a) Establish, implement and monitor the beneficiary Complaints and Response Mechanism (CRM) for the country mission in line with ACTED standard beneficiary CRM procedures;
b) Build capacity and understanding among ACTED staff, partners and contractors on beneficiary accountability and CRM;
c) Accompany the AME and/or project teams to the field in order to spread awareness about the CRM to beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation, during field visits;
d) Develop CRM IEC materials in a language that can be widely understood (including people with low levels of literacy);
e) Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches;
f) Maintain records of CRM awareness raising and promotion activities (including approximate numbers of participants) and submit to Project Managers as required;
1.2. Implementation of the CRM
a) Ensure the effective functioning of the beneficiary CRM and that beneficiary complaints/feedback is adequately captured, analyzed, addressed and responded to in a timely manner and utilized by the program and coordination teams;
b) Receive complaints through telephone hotline, in writing and in person;
c) Follow up on complaints received by other ACTED staff with the same diligence as complaints received through the CRM directly;
d) Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;
e) Maintain confidential and detailed records of all complaints in the CRM database and other electronic and hard copy filing systems, as appropriate;
f) Respond to complaints objectively, accurately, and in line with ACTED guidelines, using information provided by Project Managers, AME Officers/Monitors, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc;
g) Follow up on pending complaints with Project, AME, and Coordination staff;
h) Analyse patterns and trends in complaints to help ACTED improve its programming;
i) Produce a monthly analytic CRM report for ACTED staff, following ACTED template;
j) Adapt and improve the CRM based on monitoring of its effectiveness.
a) Provide regular and timely updates on progress and challenges to supervisors and other team members;
b) Assist project and AME teams with other activities, as requested by immediate supervisor;
c) Perform any other related activities as assigned by immediate supervisor.
ACTED is commitment to zero tolerance to all forms of violence against children, beneficiaries and staff.
ACTED is equal opportunity employers.
Females and minorities are encouraged to apply.
Candidates with disabilities are encouraged to apply.
Final selection will be based on security clearance of the candidate.
ACTED is a non-governmental organization with headquarters in Paris. Independent, private and not-for-profit, ACTED operates according to principles of non-discrimination and transparency. Our mission is to support vulnerable populations affected by wars, natural disasters and/or economic and social ...Read More